Faculty: Barbara Van Syckle Biography: http://personal.jccmi.edu/vansyckbarbara/E-mail: [email protected] Office Phone: 517-796-8547 Office Location: WA 226DAttendance: Required 3 x/week Office Hours: MW evening online & MTh afternoons 2-5pmTechnical Issues? Contact JCC Solution Center: (517) 796-8639 or [email protected] unchanging, non-negotiable, required responsibilities are designed so that the student takes responsibility for learning, maintains ethical standards and takes responsibility for communicating with the instructor sooner rather than later.Your participation and attendance is expected three (3) times weekly in class. Your success will depend upon the time you spend in class. JCC administration and the federal government now require faculty to file attendance regularly throughout the ter.../There are no acceptable excuses for late work, including and not limited to technology problems, Internet access problems, and misunderstanding the syllabus. Work is available weeks in advance of due dates to accommodate work/family obligations. Extr...Jackson Community College Department of Business is the only two year program in the south-central region that has been accredited by the Accreditation Council of Business Schools and Programs since 1993. Jackson Community College Department of Business BBUUAA 113300 CCuussttoommeerr SSeerrvviiccee Faculty: Barbara Van Syckle Biography: http://personal.jccmi.edu/vansyckbarbara/ E-mail: [email protected] Office Phone: 517-796-8547 Office Location: WA 226D Attendance: Required 3 x/week Office Hours: MW evening online & MTh afternoons 2-5pm Technical Issues? Contact JCC Solution Center: (517) 796-8639 or [email protected] Required Text and CD/Access Code: Customer Service 5th edition by Timm Self-Assessment Library CD/Access Code by Robbins WWhhaatt iiss CCuussttoommeerr SSeerrvviiccee?? Customer service is more than simply smiling and being polite. The best service meets customer’s expectations and satisfies their needs in an experience that creates a memorable impression and a lasting relationship. In the face of change, an uncertain economy and intensive competition, the student will learn to create an unexpected, highly evolving experience, to create customer loyalty, and compelling word of mouth customers. The core element of service quality will be applied to both people-centered and technology-centered businesses, industries and organizations. The ultimate goal of this course is to help improve students’ abilities to communicate effectively with internal and external customers. WWhhaatt aarree tthhee oobbjjeeccttiivveess ooff BBUUAA 113300?? • Recognize techniques for creating customer loyalty by exceeding expectations in value, information, convenience and timing • Gain tools for dealing with/recovering lost customers • Engage and lead internal/external customers • Ability to gather performance-enhancing feedback • Create processes/experiences for service excellence • Make dramatic improvements in communication behaviors: listening,, writing, and speaking. WWhhaatt iiss tthhee LLeeaarrnniinngg AApppprrooaacchh ffoorr tthhiiss CCllaassss?? The Board of Trustees of Jackson Community College has determined that JCC graduates will develop certain skills while enrolled in the college. This course meets the criteria for ADO 9: working in small groups. Each of the BUA 130 objectives is achieved through teaching/learning approaches that include a significant amount of small group work, as well as primary research techniques of observation, surveys, focus groups, interviews, as well as secondary methods via the Internet. Lecture, simulations, critical thinking scenarios, role playing, forums, self-assessment and reflection complete the learning strategies. “The basic goal of teaching is autonomy, a term that includes intellectual initiative and creativity, the capacity to frame questions and problems, and the means to solve these problems.”Jackson Community College Department of Business is the only two year program in the south-central region that has been accredited by the Accreditation Council of Business Schools and Programs since 1993. “Among effective teachers, Plato is the spokesperson for the goal of autonomy: a term that includes intellectual initiative and creativity, the capacity to frame questions and problems, and the means to solve these problems. Problem solving extends Socratic dialogue taking student autonomy to a higher level, since part of the journey lies in the student discovery of the answer, and many answers, through higher levels of thinking. Though the curriculum is carefully shaped by the professor the authority over the subject passes subtly to the student.” Much of this journey lies in the student’s participation in small groups, both within and outside of the classroom. Robert Case. “Plato’s Premise: Fostering Student Autonomy.” Thought and Action, XVIII, No 1 & 2 Fall, 2002, pp 38-39. HHooww DDoo II CCoonnttaacctt tthhee IInnssttrruuccttoorr?? Send an email or IM and 1. Put course # and section # in subject line ( BUA 130.I50 or BUA 130.I51) 2. Always include your instructor’s name and your name if you want a reply. OR 3. Call (517) 796-8547 Follow the Rule of Two Round-Trips. After two back & forth emails or IMs call the instructor (517) 796-8547. Students remark how easy it is to clear things up quickly! No response within 48 business hours? Your message didn’t go through perhaps because the required information was missing. WWhhaatt aarree SSttuuddeenntt RReessppoonnssiibbiilliittiieess?? These unchanging, non-negotiable, required responsibilities are designed so that the student takes responsibility for learning, maintains ethical standards and takes responsibility for communicating with the instructor sooner rather than later. 1. Follow the requirements in the Academic Honesty document posted in this class. (JetNet) 2. Late work receives a zero. Due dates are posted and are firm. Extra credit is built into the grading scale for all students. Working ahead is always available. These two opportunities provide for any student emergencies. Any other modifications must have medical or funeral documentation. 3. View the grade book weekly and JCC email account weekly. Grade issues must be